19/08/2023
Dear Greystone Management:
Disclaimer: This is address to Greystone Centrestage PJ branch. Review option is disabled in their FB account.
Warning: TLDR- long thread.
I am a traveller/nomad and I love exploring affordable hotels within Asia Pacific. I look-up Agoda site to get great hotel recommendation within PJ area. I've come across your amazing hotel. I was so amazed with the set-up/interior as it is at par with other 5 star hotel. My excitement was fueled with the beauty of the hotel room, I was also assigned to an overlooking hotel view. It was indeed a perfect work-and-holiday trip for me. BTW, it was a 9days planned booking.
And here's the exciting part. 2 days after, for a nice hotel such as this, it's imperative for hotels to have the bed sheet replaced, towels replaced and other basic perks worthy of my payment. I am not requesting for a 5-star treatment as I know the kind of hotel I booked through Agoda. Here goes the list of issues I've encountered in your hotel and staff so far that is pertinent to the attached screenshots as factual basis. I hope you'll look into this opportunity for improvement.
(1) Day 3 - Internet issue. As a nomad and freelancer, we always look at connectivity perks as it is crucial for our work. Knowing full well base on your advertisement, a provision of wifi internet connection was stipulated therein, however to my surprise, the internet was cut-off and I had to beg for it an hour before a very important work meeting. Although they've provided me the Perfect Host wifi password which is very unstable.
(2) Day 4- Begging Issue. I requested to have my room cleaned, and yes they cleaned it, which is good and I've requested for towel replacement since it was the first request I've made for my entire stay, they've replaced it with the new one however to my surprise it's a face towel (I was outside when they cleaned it), so I beg for towels early in the morning around 8:31am to be exact, they acknowledged through, so I felt settled knowing that they will replaced it, but to no avail, adding to the insult is the fact that they've left me with a face towel. Not to mention that i went to the reception to reassured myself that towels will be provided before i return to the hotel. The staff lady was kind enough to confirm it only to find out that the towel was not replace and I still have face towel (incompetence to the highest level). Had I known that the hotel will not provide towels then I would've bought my own towel.
(3) Customer Line - the customer line was not well trained with handling situation like this. They've acknowledged the request but didn't do something thereafter. They also dropped the call only to make another promises through WhatsApp chat, i told them that I booked a different hotel so provisioning me towel in the morning is already futile. They need to listen more to understand the real situation. Although, they can be coached about this. I know how customer service works.
I am attaching the screenshots of our conversation for your reference. Again, i want to set the tone clear, i was not requesting a VIP treatment as I know what I've subscribed for. I was just asking the basic services/perks from a hotel which I didn't experience from other hotels i've stayed with prior to this.
Prayer: I pray that the management should take action on this to better improve the services this hotel provides. For now, I will not recommend this hotel based on this experience.
In conclusion: I completely agree with the working hours of your staff, but if the request has been made several times, it is incumbent upon them to take action proactively going forward.
Anyways, I checked-out on the 6th day (earlier than the 21st expected check-out) I can't take this any longer. Inline with this email is to request for a refund if possible for the inconvinience and stress incurred during this stay.
I wish you all well on your future endeavour/s.
I will look forward to see improvements so I can decipher on coming back but not too soon.
All the best,
Greystone Guest
Room #1345
